Collections Agent

1 month ago


WaltononThames, United Kingdom The Curve Group Full time

**Telephone Agent**

**Walton-on-Thames**

Our client are a successful and highly-respected debt collection agency based in Walton-on-Thames, Surrey, established in 2001 and fully FCA authorised since March 2016.

Working across multiple sectors they have built a strong reputation for delivering exceptional customer service. Being a values based business they pride ourselves on having a well-trained and motivated workforce committed to delivering excellent outcomes.

The position available is in the company’s biggest department, the collections team. The team is friendly and welcoming and provide support to one and other on a daily basis.

Starting basic salary is £22K - £24k per annum based on experience, reviewed upon passing probation (6 months), additional bonus would give an OTE of over £30k. Annual pay reviews based upon individual and company performance.

**Benefits**
- Casual dress
- Company pension
- Wellness programme
- Monthly food allowance through JustEat
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days, rewarded based on performance).
- Employee Assistance programme
- Attractive bonus
- Incentives and performance rewards
- Company Events
- Welcoming working environment

**About the Role**

This is a full time & permanent position, based in their offices in Walton-On-Thames, Surrey. The current working hours are two shift patterns:
**Monday-Friday - 8.30am - 5:00pm or 10am - 6.30pm**

**Saturday (one per calendar month) - 9.00am - 1:00pm**

The role requires you to remain professional, polite and understanding towards customers, some customers may be more challenging than others, but you will be fully trained before we ask you to make your first phone call. You will receive ongoing support and training within the role to enable you to continue to grow and succeed.

**A day in the life**:

- Making inbound and outbound calls though a dialler system to discuss repayments
- Speaking to customers on live chat
- Taking payments
- Negotiating payment arrangements if a customer cannot pay in full
- Completing basic affordability checks and income and expenditures forms
- Sign-post customers with financial difficulties to not-for profit debt agencies
- Update accounts status and ensure all notes are correct on our systems
- Deal with customer queries and handle disputes
- Identify vulnerable customers

Previous experience is not required for this role, our training team will provide a bespoke training programme to ensure you have the skill set and knowledge you require to be successful.

**About you**
- Customer service or retail experience (2 years preferred)
- Excellent communication and people skills
- Confident phone manner
- Friendly and empathetic, with good active listening skills
- A positive attitude and reliable
- Able to work in a fast-paced environment with the ability to provide information quickly and clearly
- Ability to problem solve and provide customers with options
- GCSE or equivalent (preferred)

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus

Ability to commute/relocate:

- Walton-on-Thames, KT12: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work Location: One location


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